Having problems?
Lets try and fix them...

 

You're here because we heard you had a problem with either the App or Vanquis Online Banking. Let's see if we can help fix the problem.

 

Improving Digital

Our digital teams are always working on creating and improving features to give you the ability to control your account from your favourite device. We understand that when things don't work the way they should it can be frustrating but we are here to help.

 

Digital Problems

Digital hiccup? Check out our helpful problems guide below as the answer to your problem may be there. Head to your desired service once ready below.

 

Vanquis Online Banking

 

Head over to the newly renovated Vanquis Online Banking experience. View, Pay and Control your account online.

 

 

 

 

Vanquis Bank App

 

Sign in to the Vanquis Bank App and control your account from your pocket.

 

Apple Store LogoGoogle Play Store Logo

 

 

App Problems

I can't link my card to the App

What to do?

  1. Check that you have correctly entered the full 16-digit primary Vanquis Card number
  2. Check that you have correctly entered the 3-digit CVV on the back of the card
  3. Check that you are entering the date of birth on the second page in the following format DD/MM/YYYY

Unable to access the App

What to do?

 

Please call our friendly call centre on 0330 099 3000 *- open Monday-Friday between 8am-8pm and on Saturdays from 9am-5:30pm.

 

See full telephone number and call charge information ›

One Time Passcode Issues (OTP)

What to do?

  1. Please check to ensure that you are on the most up to date version of our app. (You can view this in the app/google play store by searching for Vanquis) If it says ‘Update’ please press this and once the app has updated, try again
  2. Confirm your handset is not set to roaming
  3. Restart your handset
  4. Clear the incoming SMS memory space
  5. If you have a multi sim device, please make sure the main card is active
  6. If the onetime passcode SMS is still not coming through, please check with your service provider as the message could be blocked in transit

Payment Issues

What to do?

 

  1. Press ‘Make a payment’
  2. Select an amount to pay
  3. Under the ‘Pay now’ button, press ‘Pay with another card’
  4. Enter your debit card details manually (you do not need to toggle on the registration toggle)
  5. Press ‘Pay now’

Visual issues with pages

Please follow the instructions

Settings > Accessibility > Vision > Screen zoom and front > if large, decrease font size to medium

Logged or locked out of the app

What to do?

 

Please call our friendly call centre on 0330 099 3000* - open Monday-Friday between 8am - 8pm and on Saturday from 9am - 5:30pm.

 

See full telephone number and call charge information ›


Vanquis Online Banking Problems

I can't link my card to the website

What to do?

  1. Check that you are entering the last 6-digits of your primary Vanquis Card number
  2. Enter the first initial of your first name
  3. Enter your full last name
  4. Check that you are entering the date of birth in the following format DD/MM/YYYY
  5. Check that you are entering the 3-digit CVV located at the back of the card

Unable to access the site

What to do?

 

Please call our friendly call centre on 0330 099 3000 * - open Monday-Friday between 8am-8pm and on Saturdays from 9am-5:30pm.

 

See full telephone number and call charge information ›

One Time Pass-code Issues - SMS (OTP)

What to do?

  1. Confirm your handset is not set to roaming
  2. Restart your handset
  3. Clear the incoming SMS memory space
  4. If you have a multi sim, device, please make sure the main card is active
  5. If the onetime pass-code SMS is still not coming through, please check with your service provider as the message could be blocked in transit

One Time Pass-code Issues - Email (OTP)

What to do?

 

Please check the junk/spam folders in your email inbox.

One Time Pass-code Issues - Landline (OTP)

What to do?

 

Please check with your service provider as the voice message may be getting blocked in transit.

Logged or locked out of the website

What to do?

 

Please call our friendly call centre on 0330 099 3000* - open Monday-Friday between 8am - 8pm and on Saturday from 9am - 5:30pm.

 

See full telephone number and call charge information ›